BrigRetail Company has received SAP Partner Center of Expertise (PCoE) Certificate, thus once again having confirmed its status as a reliable SAP partner.

During this certification in the process of audit of «BrigRetail» Support Center, our consultants were able to demonstrate gained knowledge and acquired experience to validate skills in providing services to support SAP systems at a high level.

The certification by PCoE is an important and necessary step for a consulting company. The availability of this certificate makes possible to provide support services for SAP Business All-in-One and SAP BusinessObjects solutions. Companies, which are not certified by SAP PCoE, cannot service their customers with the support of SAP. The information set out in detail on the site SAP Support Portal – https://websmp103.sap-ag.de/pcoe

Obtaining a PCoE certificate expands the range of our company’s services and represents BrigRetail as a trusted SAP advisor and partner, which is certainly a competitive advantage and highlights BrigRetail compared to other consulting companies in the market of Ukraine and the CIS.

The PCoE Certificate is another proof of the high level and quality of our services.

«BrigRetail» Support Center is ready to provide two types of SAP system support: SAP Standard Support and SAP Enterprise Support. All steps of processes of our clients’ SAP systems support are clearly established in the SAP Solution Manager.

«BrigRetail» Support Center offers a two-level system of SAP system support.

The first level of support represents a Service Desk, which functions are the receiving of Incidents from users and their analysis to determine the resources needed to solve the problem.

• Receiving and registration of Incidents
• Identifying the category of a request
• Description of an incident in accordance with SLA
• Setting priorities
• Initial support
• Escalation of Incidents to the required specialists at the second level of support
• Obtaining information on the status of a request from a second-line support
• Providing monthly reports on the agreed key performance indicators (KPI).

At the second level of support the resolution of Incidents and troubleshooting are realized.

At this level the specialists of «BrigRetail» Support Center resolve Incidents served by regular work of the functionality of Clients SAP systems and which are not related to changes in the system. As a part of change management services they handle any inquiries on:

• Changes in the system, including new settings
• Changes in business processes
• Development of new applications
• Testing of applications and new developments
• Elimination of programming errors in user code.

If the incidents cannot be resolved at the second level, the consultants of «BrigRetail» Support Center address them to the SAP Support Center on the third level.

The third level of support – is the support from SAP Company. At this level professionals provide:

• Detailed analysis of the recorded tracts and error messages
• Creation and change of SAP Notes
• Indication of the expected duration of the error-correction by software inserts, debugging components or packages of support
• Recommendations on workarounds and alternative solutions
• System access for clients and end users through the SAP support network.